1. What is personal data

Personal data means any information relating to an identified or identifiable natural person, such as for instance your contact information, your browsing history or your clinical data.

2. Types of data collected

We may collect and process the following data about you:

  • Personal Data

This includes and personal information you provide when you contact us via our website, email or otherwise, request or receive psychological therapy through our site, participate in social media functions, complete a survey or report a problem with our site, make payment through our site or make a bank transfer. The information you give us may include your name, address, email address and phone number, financial and credit card information, personal description and medical history.

  • Usage data

Usage Data is collected automatically when using the Service. Usage Data may include information such as your Device’s Internet Protocol address (e.g. IP address), browser type, browser version, the pages of our Service that you visit, the time and date of your visit, the time spent on those pages, unique device identifiers and other diagnostic data.

When you access the Service by or through a mobile device, we may collect certain information automatically, including, but not limited to, the type of mobile device you use, your mobile device unique ID, the IP address of your mobile device, your mobile operating system, the type of mobile Internet browser you use, unique device identifiers and other diagnostic data.

We may also collect information that your browser sends whenever you visit our Service or when you access the Service by or through a mobile device

3. How we use your personal data

We may use data held about you in the following ways:

  • To provide and maintain our Service, including to monitor the usage of our Service, to measure or understand the effectiveness of marketing we serve to you and others, and to deliver relevant marketing to you, and ensuring we keep our site safe and secure.
  • For the performance of a contract: the development, compliance and undertaking of the purchase contract for the products, items or services you have purchased or of any other contract with us through the service.
  • To contact you: To contact you by email, telephone calls, SMS, or other equivalent forms of electronic communication, such as a mobile application’s push notifications regarding updates or informative communications related to the functionalities, products or contracted services, including the security updates, when necessary or reasonable for their implementation as well as any changes to our services.
  • To provide you with news, special offers and general information about other goods, services and events which we offer that are similar to those that you have already purchased or enquired about unless you have opted not to receive such information.
  • To manage your requests: To attend and manage your requests to Us.
  • To process payments: purchased via our online payment portal or via bank transfer for our services.
4. Storage of your personal data

Personal data is typically stored and processed within the United Kingdom (UK). It may also be processed by staff operating at times outside the UK who work for us. By submitting your personal data, you agree to this transfer, storing or processing. In case of transfer of your personal data to any other countries, as defined in General Data Protection Regulation (GDPR), applicable legislation and regulations concerning such transfers are observed and relevant legal and security safeguards are ensured before such transfer.

We will do our best to protect your personal data, however as the transmission of information via the internet is not completely secure, we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

5. Disclosure of your personal data

As a general principle, we collect and process data in order to facilitate or improve our services or offers. We do not sell your personal data or share the said data with third parties, except to the extent stated in this Privacy Policy.

We may disclose your personal data to third parties to the extent required by law, court order or a decision rendered by a competent public authority and for the purpose of law enforcement. In addition, we may share your personal data with the following third parties:

  • Medical or psychological therapy practitioners for the purposes of furthering a contract between us and you for the provision of psychological therapy.
  • Third party vendors carrying out services on our behalf, including billing and accountancy, sales, marketing, IT support, advertising, analytics, research, customer service, data storage, validation, security, fraud prevention, payment processing, and legal services. Such third-party vendors have access to perform these services but are prohibited from using your personal data for other purposes.
  • Third parties in order to establish, exercise or defend legal rights of Sereno Therapy.
  • Third parties in the event of any merger, sale, joint venture, assignment, transfer or other disposition of all or any portion of Sereno Therapy’s assets or stock (including without limitation in connection with any bankruptcy or similar proceedings).
  • Other third parties subject to your consent.

When we disclose your personal data to a third party, we take all reasonable steps to ensure that those third parties are bound by confidentiality and privacy obligations with respect to the protection of your personal data. The disclosure is conducted in compliance with legal requirements, including entering into data processing agreements with the relevant third parties, to ensure that personal data is only processed in accordance with our instructions, applicable law and regulations and for the purpose specified by us and to ensure adequate security measures.

6. Retention of your personal data

We will retain your Personal Data only for as long as is necessary for the purposes set out in this Privacy Policy. We will retain and use your Personal Data to the extent necessary to comply with our legal obligations (for example, if we are required to retain your data to comply with applicable laws), resolve disputes, and enforce our legal agreements and policies.

Personal data related to our services is kept and processed for a period of seven (7) years from the last date of service, unless such data is legitimately processed for other purposes, such as providing you with personal benefits or customised direct marketing upon your consent or for pursuing our legal claims, where maintaining such information is considered necessary.

Usage Data will also be retained for internal analysis purposes. Usage Data is generally retained for a shorter period of time, except when this data is used to strengthen the security or to improve the functionality of Our Service, or we are legally obligated to retain this data for longer time periods.

7. Cookies

We use cookies and similar technologies like pixels, tags and other identifiers in order to remember your preferences, to understand how our site are used and to customize our marketing offerings.

A cookie is a small text file that is placed on your computer or mobile device when you visit a site, that enables us to: (1) recognise your computer; (2) store your preferences and settings; (3) understand the web pages of www.serenotherapy.com that you have visited; (4) enhance your user experience by delivering and measuring the effectiveness of content and advertising tailored to your interests; (5) perform searches and analytics; and (6) assist with security and administrative functions. Some cookies are placed in your browser cache while those associated with flash technologies are stored with your Adobe Flash Player files.
Pixels are tiny electronic tags with a unique identifier embedded in websites, online ads and/or email that are designed to: (1) collect usage information like ad impressions or clicks and e-mail open rates; (2) measure popularity of advertising; and (3) access user cookies.

As we adopt additional technologies, we may also gather information through other methods.

Please note that you can change your settings to notify you when a cookie is being set or updated, or to block cookies altogether. You can also manage the use of flash technologies, including flash cookies and local storage objects with the flash management tools available at Adobe’s website. Please note that by blocking, disabling, or managing any or all cookies, you may not have access to certain features or offerings on our site. For example, to complete a purchase on our site, you will need to accept cookies sent by our site.

8. Responsible for processing

Sereno Therapy Ltd, 244 Sopwith Crescent, Wimborne, BH21 1XL, United Kingdom is the data controller and data processor.

9. Access to your personal data and data portability

You have the right to access the personal data concerning you which you have provided to www.serenotherapy.com in a structured, commonly used and machine-readable format and have the right to transmit those data to any third party you should choose to.

10. Updating and/or deleting your personal data

We encourage you to update your personal data provided to www.serenotherapy.com any time there are changes in your personal data.

Your personal data can be deleted from our servers unless we are entitled or obliged by applicable law and regulations to keep and process such information regardless of withdrawal of your consent.

Following your request for deletion of your personal data, these will be deleted from our servers without undue delay; please note it may take a period of up to two (2) months to ensure complete deletion of any information stored in our back-up.

You may also contact us to review, update or delete personal data stored about you. For relevant contact details please see section 18 below. Please note that prior to accessing and requesting changes to your data, we will need to verify your identity properly.

11. Right to withdraw your consent

Some of our processing activities may be based on your consent. In these situations you will have the right to withdraw your consent at any time. Withdrawal of your consent will not affect the lawfulness of processing conducted prior to the withdrawal.

If you withdraw your consent, Sereno Therapy and third parties involved in personal data processing will cease to process your personal data, unless and to the extent the continued processing or storage is permitted or required according to the applicable personal data legislation or other applicable laws and regulations. Please note that as a consequence of your withdrawal of your consent, Sereno Therapy may not be able to meet your requests or provide you with our services.

12. Right to restriction of processing and right to object

You have the right to restrict processing of your personal data if the personal data is not correct, or if the processing is unlawful, in the event that you oppose erasure of your personal data, if we no longer need your personal data for the purposes of processing but storing such data is requested by you for the establishment, exercise or defence of legal claims, or if you have objected to processing and verification and a decision about whether Sereno Therapy still has legitimate interest in the given personal data is pending. Please see section 18 for relevant contact details.

At any time you have the right to object to processing of your personal data that has been collected and processed for the purposes of legitimate interests pursued by Sereno Therapy, for instance when we provide you with relevant therapy materials, make your future bookings easier by remembering your details, or when we conduct analytics and statistics on your use of our services. Please see section 17 for relevant contact details.

Furthermore, you have the right to object to processing of your personal data for direct marketing purposes.

13. Right to complain

If you want to complain about a privacy breach, please contact Sereno Therapy Ltd. by sending your complaint to Sereno Therapy Ltd, 244 Sopwith Crescent, Wimborne, BH21 1XL, United Kingdom, or by sending an e-mail to dataprotection@serenotherapy.com.

We will acknowledge receipt of your complaint within five (5) business days. We will do our best to resolve it as quickly as possible and within one (1) month from the date of complaint. In case a response would require longer than one (1) month, we will let you know and inform you of the relevant reason(s).

If you are not satisfied with the outcome of your complaint or with our handling of your complaint by Sereno Therapy, you may refer your complaint to the Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.

14. Third-party websites, plug-ins and services

Website(s) of Sereno Therapy may contain links to third party websites and plug-ins, for instance a social media login plug-in. If you choose to use these websites, plug-ins or services you may disclose your information to those third parties. Sereno Therapy is not responsible for the content or practices of those websites, plug-ins or services. The collection, use, and disclosure of your personal data will be subject to the privacy policies of these third parties and not this Privacy Policy. We urge you to read the privacy and security policies of the relevant third parties.

15. Use by children

Sereno Therapy does not target and is not intended to attract children. Accordingly, our online services that collect personal data are not directed at and should not be accessed by individuals under the age of sixteen (16) years, and we request that such individuals do not provide any personal data to Sereno Therapy. Minors must obtain express consent from parents or legal guardians prior to accessing or providing any personal data. If notified by a parent or guardian, or discovered by other means, that a child under the age of sixteen has provided his or her personal data to Sereno Therapy we will delete the child’s personal data that is in our possession.

16. Changes to our Privacy Policy

Sereno Therapy may modify or update this Privacy Policy when necessary to reflect changes in our products and services, changes in applicable legislation, regulations or practice and to address customer feedback. Accordingly, please review it periodically.

17. Contact Details

If you have questions about this Privacy Policy or the processing of your personal data, please contact us at:
Sereno Therapy Ltd, 244 Sopwith Crescent, Wimborne, BH21 1XL, United Kingdom

Alternatively please send an e-mail to dataprotection@serenotherapy.com.